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I am very well aware of that. Now, as much as I appreciate customer representatives, I wish some of them weren't as rude when speaking on the phone.
From my personal experience, most customer support representatives tend to be very young, so they probably aren't aware that there are ways to work and to treat customers. Everything comes with practice, though!
As someone who works with customers, give us a break! A lot of people can be so mean on the phone, even meaner than in person. I think it is because since you're not sitting across from them, they feel entitled to treating you like you're garbage.
Yes. We can only use the tools we've been provided and often that's not very much :/